Give it a title that says what needs to change. “Weekly hours on SOC should come from VESTA” is better than “fix hours” or “problem with portal.”
Say where the change belongs.
- The visit type (e.g. SOC/AO)
- The step on screen (e.g. “Plan for emergencies”)
- The form and question number as printed on the paper (e.g. “3040, Q3b”)
- For a screen rather than a form: the page name, or paste its web address
- If you don’t know what something is called, describe it (“the blue button at the top of the attendant list”). You don’t need technical terms.
Describe what happens now, and what should happen instead, in one or two sentences each.
Put the customer’s own words in quotes, and keep them separate from your reading of what they meant.
Say who it applies to: every agency and branch, or only some, and whether other forms that carry the same question should change too.
Say what it depends on. If it needs something we don’t have yet, like a list, a rule or a form version, say who will provide it.
Mention any deadline, or if someone is waiting on it.
Attach a photo or screenshot when something looks wrong on screen, even if you also describe it.
One change per item, so each one can be finished and closed on its own. Start a new item for anything unrelated.
Leave out client names and other client details. If an example would help, say “the demo client” or give a link to the visit.

Example

Title: Weekly hours on SOC should come from VESTA

Description:

Where: SOC/AO visit, “Plan for emergencies” step, form 3040, Q3b.

Now: Staff can type any weekly hours.

Should: Staff see the authorized hours from VESTA and can’t change them.

Customer said: “Our nurses keep putting in hours that don’t match the authorization.” I think they mean the hours should be filled in for them, not just checked.

Applies to: All agencies and branches. The reassessment visit asks the same question, so it should change there too.

Depends on: Which VESTA field holds the authorized hours. The agency’s office manager will send it.

Deadline: Before their state review on November 15.

Example: the demo client’s SOC visit. Screenshot of the hours field attached.